Manager Quality

Henry Martinez

Email: *********@********.***

Address: *** ****** **

City: boston

State: MA

Zip: 02130

Country: USA

Phone: 829-***-****

Skill Level: Management

Salary Range: 120

Willing to Relocate

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

HENRY ANDRES MARTINEZ LARA

Professional Experience:

4 years 11 months at DataVimenca

3 months at Emergia Contact Center

Nationality: Dominican

Mobile Phone Number: 829-***-****/829-***-****

E-mail: *********@********.***

PERSONAL PROFILE

Creative, Proactive, driven by results

High Analytical Skills

Excellent Business Relationship building skills

Fluent English & Spanish (Both as primary language)

Excellent leadership skills

EDUCATION

Bachelor in Industrial Engineering

Instituto Tecnolgico de Santo Domingo (INTEC), Dominican Republic (2011)

EXPERIENCE/BACKGROUND

Proven experience on Managing Customer Operations and Relationship

Strong experience in Telecom Industry

Experience in projects implementation

GENERAL ACHIEVEMENTS

Recognized by Wells Fargo CS for successful business migration (March 2011)

CAREER HISTORY

Emergia Contact Center

Operations Manager (AT&T U-verse Green Account)

June 2012 - Present (3 months).

Responsibilities:

Management of material resources used to run operations.

Leading the team overseeing the operations (2 senior supervisors, 4 operations supervisors and 1

real-time analyst).

Ensure compliance with the metrics of service levels (service level, response time, occupation, etc.)

and the operations metrics (quality of the service, call handling time, absenteeism, etc.).

Recruitment planning based on forecasts provided by the client.

Ensure compliance with sales goals per product and revenue.

Achievements:

Successfully passed 3 months trial period for AT&T U-verse Green account.

Obtained 120% of sales goals in first month of production (without returns).

Data Vimenca, S.A.

Operations Manager (First Data Services Account)

June 2011 - June 2012 (1 year)

Responsibilities:

Management of material resources used to run operations

Leading the team overseeing the operations (1 senior supervisor, 7 operations supervisors and 2 real-

time analysts).

Ensure compliance with the metrics of service levels (service level, response time, occupation, etc.)

and the operations metrics (quality of the service, call handling time, absenteeism, etc.).

Recruitment planning based on forecasts provided by the client.

Achievements:

Obtained an additional 30% of the call volume of one Line of Business due to the good performance.

Targeted new line of business for acquisition on May 2012.

Used the cross training technique to increase efficiency in the call handling process which increased

the accounts profitability, delivering good revenues and margins for the company.

Data Vimenca, S.A.

Senior Quality Supervisor (First Data Services Account)

June 2010 - June 2011

Responsibilities:

Ensure compliance with the statistical objectives set by the client for quality measurement.

Monitoring and ensuring compliance with the metrics and monitoring quota of the personnel under my

charge: 10 Quality Analysts.

Generate quality performance reports on a weekly/monthly basis and submit to the different

departments of the company: Workforce (Logistics), Operations, Human Resources, etc.

Administration of recording system (Witness) and monitoring system (ICE - Incorporating Call Center

Experience).

Achievements:

Managed to stabilize the quality results (3 of the 6 LOB's were out of objective before my time).

Developed skills in my team (during my time 2 of the QA's that reported to me were promoted to

other areas (Training and Operation Supervision)).

Implemented motivational plan for good quality results (still being used).

Data Vimenca, S.A.

Operations Supervisor (First Data Services Account)

January 2010 - June 2010

Responsibilities:

Ensure compliance with performance indicators (Quality, Efficiency, Handling Time,

Customer Satisfaction, etc.) of the agents connected to the system.

Supervise a team of 25 representatives.

Constant coaching and feedback to the representatives to improve specific tasks.

Manage real time information systems (AVAYA and SYMPOSIUM) to supervise agent's status in the call

reception system.

Achievements:

Managed to stabilize the Average Handling Time (out of target for the previous 6 months before my time) of

the team.

Interests

Baseball

Playing Basketball

Playing Football

Reading short inspirational/motivating anecdotes/stories.

Note: Personal and Professional reference available if needed

Contact this candidate